Everlane achieves 4x AI deflection and 25% agent hours saved with Kustomer
Everlane's previous CX platform lacked scalability, required cumbersome maintenance, and offered no personalization, preventing the brand from delivering the tailored customer experiences it envisioned. Internal escalated workflows such as generating return labels required coordination across multiple disconnected platforms with no accountability.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer contacts via chat or email
Customers engage Everlane via live chat or email throughout the entire customer journey from first impression to repeat purchases.
Everlane achieved a 4x increase in live service deflection with AI and saved 25% in agent hours. The Tasks feature delivered 25% in time savings by eliminating unnecessary steps, enabling the team to scale during peak seasons with improved accountability and agent productivity.
What failed first
The prior platform (Intercom) was cumbersome to maintain and blocked personalization at scale. For escalated internal workflows, Everlane relied on Slack and multiple platforms with no accountability trail.